Call center agent utilization is the ratio of an agent's productivity to their capacity. This workforce management metric is somewhat general and straightforward and can provide important insight into the effectiveness of call center processes.
Agent utilization is not the same metric as agent occupancy, which is the percentage of time that call center agents are actively engaged in interaction handling activities compared to their total time logged in.
How to Calculate Agent Utilization
Call center agent utilization may be somewhat difficult to measure, because it takes into account other activities and time used beyond the calls themselves and after-call work. This can include unavailable time spent in team meetings, mandatory breaks, vacation or sick time, and other call related tasks.
The actual calculation for call center agent utilization may vary from one call center to another, depending on the makeup of the business. Typically, call center agent utilization rate will be a variation of this formula: The average amount of time spent handling inbound or outbound calls per month, in minutes, divided by the sum of time the agent spends handling customer interactions and waiting for contacts to arrive (or another predetermined time period, in minutes).
Call center software usually will help track each agent performance and utilization by the necessary metrics. Management will need to provide additional details outside the call handling functions, such as scheduled shifts or hours, but most call center software enables agents to provide their individual details for time spent logged off, and will automatically track time spent on calls or engaged in after call work.
Why is Call Center Agent Utilization Important?
Tracking agent utilization helps call centers in a variety of ways. Understanding the percentage of productive time spent at work, alongside measurable results, can lead to productivity improvements and helps ensure agent efficiency while avoiding overtaxing agents. Making sure agent productivity is measured based on reasonable expectations will help keep agents happy, which will often, in turn, help increase customer satisfaction and make customer relationship management easier.
Managers can also monitor this metric to spot potential future call center agent problems. With call center agent utilization, a higher percentage is viewed as better, because low utilization indicates that your cost per agent-assisted contact is higher. However, too high a percentage may lead to agent burnout and increase agent turnover, which is detrimental to the overall productivity and costs of a call center.
Setting Realistic Agent Utilization Goals
Write about setting goals for agent utilization. Use keywords such as low agent utilization, center agent utilization rates, agent productivity, and customer satisfaction.
How NICE is Redefining Customer Experience
NICE CXone is the industry’s only interaction-centric platform where channels, data, applications, and knowledge converge to improve customer experience at scale.
It is the leading, most complete and unified CX Platform on the market, used by thousands of organizations of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help you holistically run your call (or contact) center operations.
If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For general questions or customer support please visit our Contact us page.
